Director, Intake

Job Function Summary
The Intake Director is responsible for the establishment of new patient accounts across multiple product lines, closely managing HCP relationships from an internal perspective, and for the ongoing communication with other Comfort Medical and Coloplast teams, incl. field sales. A successfully run process ensures that patients and HCPs have transparency, and that orders are delivered effectively and efficiently and can be billed as clean claims. Through continuous improvement and innovation, the Director is responsible for creating an excellent experience for our patients and HCPs while operating within all applicable policies, regulations, and laws.

Major Areas of Accountability

• Leadership and team management - Leading, guiding, evaluating, hiring, and managing the work of direct reports in Intake organization with the explicit goal of delivering an excellent patient and HCP experience and driving profitable growth in line with set objectives. Provide regular updates in writing and through meeting with leadership team/direct reports to communicate direction and stay informed of the performance of the business, while holding team accountable to department goals. Collaborate and develop strong relationships with other senior leaders across the Comfort Medical, Coloplast US and global organization.
• Intake operations - Build and implement strategies to meet the company's financial, quality and customer objectives as we continue to scale, including productivity forecasting, analysis of shift patterns and impacts on service level. Carefully predict and secure resourcing to drive consistency in operations across all areas that fall within the Intake department's scope. Develop and maintain departmental processes that ensure high-quality revenue generation and timely collections, through fully documented orders that result in clean claims. Accurately forecast future new starts, and develop plans to adapt to constant shifts in the marketplace and composition of Comfort Medical's business. When relevant, serve as a business representative at industry events, conferences, tradeshows, expositions, and company events.
• Credentialing and Licensing - work closely with the Credentialing & Licensing department, to maintain business integrity, credentialing, business audits, both internally and externally (examples: MAC, RAC audit & CMS matters). Actively partakes in monitoring updates in Medicare/Medicaid/Commercial payor regulations and communicates/collaborates with Finance Manager, Supervisors, and departments affected by such changes to ensure that staff is properly trained in regulatory changes that affect reimbursement practices.
• Processes and enterprise systems - Proactively lead development, implementation, change management, and maintenance of systems and processes to support our customer experience and operations practices while driving efficiencies. This includes providing input, feedback, and approval of processes and business decisions within Comfort Medical, ensuring compliance with all applicable US laws, regulations, as well as Coloplast standards and policies.
• Assure all processes and SOPs are in compliance with our HIPAA privacy standards, all state and local laws, our Accrediting agency, OSHA, Medicare/Medicaid, Third-Party and private payor guidelines.
• Promotes adherence to all corporate policies, practices and compliance programs.
• Look for ways to improve the department and streamline processes.
• Continuously report progress, KPIs, plans, and results to VP, Comfort Medical, Finance, and other stakeholders in Coloplast Corp
• Comfort Medical employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.
• Other job duties as assigned

Basic Qualifications

• Bachelor's degree or 10+ years in DME or healthcare operations, patient access, intake leadership or related field experience required
• 10+ years management experience, including 5+ years of managing multiple teams or departments
• Experience in managing and building effective and collaborative operations teams
• Demonstrated ability to engage with external stakeholders such as manufacturers, field sales leaders, and payer representatives
• Understanding of healthcare laws, regulations and standards, including familiarity with Medicare Supplier Standards, HIPAA, and healthcare billing guidelines
• Understanding of broad range of enterprise software (ERP, such as Brightree, CRM, phone systems)
• Highly structured approach with attention to detail and proper documentation of all work
• Excellent verbal and written communication skills
• Proficient in analyzing and understanding complex data to drive action
• Successful working in cross-functional teams
• Highly proficient in Microsoft Office, and CRM/EMR-environments
• Excellent team building and coaching skills
• Ability to travel for customer visits and internal meetings (travel up to 40%)

Preferred Qualifications

• MBA or Master's degree in business or other relevant field
• Experience in healthcare industry, and DME business

At Coloplast, we believe in recognizing and rewarding the contributions of our employees. Our total rewards package is designed to support your well-being, foster your professional growth, and ensure a healthy work-life balance. Here is some of what you can expect:

• Health and Wellness: Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy. Plus, access to company sponsored wellness programs and mental health resources, paid leave of absence for qualifying events and generous paid parental leave for both birthing and non-birthing parents.
• Financial Security: A competitive 401(k) plan with company match that vest immediately, financial planning services to help you secure your future, and corporate discount programs for goods and services.
• Work-Life Balance: Generous paid time off, flexible work hours, and flexible work arrangement options to help you balance your personal and professional life may be available.
• Professional Development: Opportunities for continuous learning and career advancement through training programs, mentorship, and tuition reimbursement.
• Recognition and Rewards: Recognition programs to celebrate achievements and contributions, including peer recognition, bonuses, awards, and special events.
• Community and Culture: A supportive work environment where everyone feels valued and has a sense of belonging. Participate in team-building activities, volunteer opportunities, and company-sponsored events. Sustainability strategy that outlines our ambitions for how to run our company in a more sustainable way.
• Competitive Compensation: The compensation range for this position is $151,991 - $227,986. Actual compensation is influenced by a variety of factors including but not limited to skills, experience, qualifications, and geographic location. Hired candidates may be eligible to receive additional compensation in the form of bonuses and/or incentives.

Comfort Medical provides an extensive selection of name brand catheter and ostomy supplies to thousands of customers nationwide. Our attention to detail, unmatched customer service, and dedication to helping our customers live happier, healthier lives are just a few of the many reasons we are one of the fastest growing catheter and ostomy supply companies in the nation!

Comfort Medical employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.

Comfort Medical is committed to a policy of Equal Employment Opportunity (EEO) which means we employ and promote individuals based on their merits, regardless of race, color, religion, sex, national origin, age, disability, veteran status, pregnancy, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, status with regards to public assistance or any other protected classification.

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